2 comments:

I have been a customer since 2000. I am no longer a customer as of today. I made that clear in my phone conversation today. I had repeat delivery and needed to change the delivery date. On 2/7/16 I went online to change the date from the 11th to the 25th of Feb and it wouldn’t let me. I contacted them online and after 60+ minutes of conversation on-line, the person trying to help me couldn’t change the date either. She guaranteed that she would watch for the order and stop it. If she couldn’t stop it, she said she would immediately issue me a refund. Today, Feb 9, 2016 I check my bank account and sure enough, there is a pending charge from Petco. I went online to my Petco account and it shipped Feb 8th. There was no credit pending and the item was in the mail! After spending at least 2 hours of my Sunday trying to change a shipping date, I got no where. On Feb 9th I called customer service. I had to wait 18 minutes before someone answered the line. When they finally answered I explained the entire situation with her. She asked for my phone number and verified my name. She explained their system was down, but I could hear her slowly typing in the background. She cancelled my order and I told her I wanted the ship date to be on the 25th and then every 12 weeks after that. She said “ Ok, now I am going to make your new order” I replied, “This is why I called you in the first place” “I need the order and shipment to be done on the 25th and not now…this is the problem…do you understand?” “umhmm” she said. I told her that I needed the credit to go through immediately. She said that the policy was that I wouldn’t receive my credit for 5-7 business day’s. I asked her why it took so long. It isn’t as if we are not dealing with the bank and the postal service!! She said it was policy. I told her that it would not work and that I wanted what was promised to me on Sunday. She sent an email to her superior and told me I needed to wait 24-48 hours for an approval for the expedited credit. She then told me, “It will take 5-7 day’s for me to see my credit on my account.” What the hell! I told her that she need’s to make them aware that Petco just lost a long-time customer. I asked her if she explained my situation or let upper management know the importance of this, and she said, “no.” She just sent a request for a refund. Why can’t businesses follow through with their promises? Why do I have to waste so much of my time to get a simple task done? I signed up for repeat delivery because I don’t have time, nor do I want to get in my car and pick up a 30# bag of Blue Buffalo dog food. This was supposed to be convenient. Obviously the glitches haven’t been worked out. On-line is supposed to save us time, but instead, I have now wasted 4.5 hours of my precious studying time and got nowhere! ~ Signed: A very dissatisfied customer who couldn’t find an e-mail address to send my complaint to so I had to publicly post my complaint. #307969405